Information Technology Support Specialist

Role: IT Support Specialist

Location: Liverpool, NY

Duration: 6 Months

Work Model: 100% On-Site

Job Description

The Onsite Services Engineer will provide hands-on technical support for end users and remote-site infrastructure, including desktops, servers, network equipment, and peripheral devices. This role requires strong troubleshooting expertise, coordination with global/regional IT teams, and the ability to maintain high service standards in a fast-paced environment.

Key Responsibilities

Operations

• Provide onsite support to end users by maintaining and troubleshooting PC hardware, software, servers, and network infrastructure.
• Partner with the IT Service Desk to manage incident tickets and provide L1.5 support for local software installation and user-related issues.
• Assist Local IT, OT, and Information Security leaders in reviewing and evaluating technology needs, risks, systems requirements, and security considerations.

Administration

• Use the ServiceNow (SNOW) platform to manage and update tickets, ensuring adherence to SLA targets and proper escalation.
• Communicate identified risks and issues to Local IT leadership.
• Assist in the installation, configuration, and troubleshooting of badge readers and related access control systems.
• Serve as liaison with various IT support teams for L3 incident management and escalations.

Key Skills & Qualifications

Hardware & Peripheral Troubleshooting

• Proficient in diagnosing and resolving issues with desktops, laptops, printers, scanners, and other office IT equipment.
• Hands-on experience performing hardware repairs, part replacements (RAM, HDD/SSD, PSU), and upgrades.
• Experience with major OEM devices—Dell, HP, Apple—with knowledge of manufacturer-specific hardware configurations.

Operating Systems & Software

• Strong experience supporting Windows and macOS; basic understanding of Linux is a plus.
• Expertise in Microsoft 365 applications (Outlook, Teams, Excel, Word, etc.).
• Skilled in installing, configuring, and troubleshooting software and standard business applications.

Networking Fundamentals

• Solid understanding of IP addressing, DNS, DHCP, subnets, and basic network concepts.
• Ability to troubleshoot wired and wireless connectivity issues.
• Familiarity with routers, switches, and access points.

System & User Administration

• Experience managing user accounts, permissions, and security groups in Active Directory or similar LDAP-based systems.
• Exposure to Mobile Device Management (MDM) tools.
• Ability to follow security policies and support access management workflows.

IT Security

• Knowledge of cybersecurity best practices including malware removal, phishing awareness, and password policies.
• Hands-on exposure to antivirus programs, endpoint protection, and firewalls.

Additional Skills

• Excellent communication and interpersonal skills.
• Strong system administration and troubleshooting capabilities.
• Ability to work independently and collaborate with cross-functional teams.
• Strong analytical and problem-solving skills.
• Solid documentation and reporting abilities.